Shocking service, and ********* behaviour

I have been trying to move my retirement investment to Allan Gray now for over a month and still not actioned. When I phoned on Friday using my contact information, current address I was assisted telephonically and was advised that the broker stoped the transfer! When I contacted the broker told me they did not initiate this process. On Friday I was informed that this would be actioned and I will receive an email. Now Tuesday, today I phone in to find out what is happening with transfer, only to be told by the agent that my detail I am providing is incorrect, and that I now have to log on and change. I am so upset about how this is handled the lack of correspondence and the fact that they cancel my request which was in writing!! I am truly frustrated beyond belief and can not accept that this is how clients are treated. Really terrible experience